What to Do When Calls Are Not Working in IVRSolutions
Sometimes you or your agents may face issues where calls are not connecting, dropping, or failing to ring altogether. These problems can be caused by network issues, configuration errors, or system-level settings. In this guide, we’ll walk you through the most common troubleshooting steps to quickly identify and fix call issues in the IVRSolutions panel.
2025-09-10 10:20:17 - IVR Solutions
Step 1: Check Internet and Device Setup
- Ensure the device (laptop, softphone, or IP phone) is connected to a stable internet connection.
- Test by opening other websites or applications to confirm internet stability.
- If using a headset, check if it is properly connected and selected in device settings.
Step 2: Verify Agent Status
- Go to the Agents tab in your admin dashboard.
- Confirm that the agent is in Active status and not Inactive.
- Check their Working Hours settings — if working hours are not configured, the agent will be considered available 24×7, but if configured incorrectly, they may be unavailable.
Step 3: Confirm Department Settings
- Navigate to the Departments tab.
- Verify that the agent is correctly assigned to the right department.
- Check Call Type (Parallel or Sequential), Sticky Agent settings, and Ringing Time.
- Make sure at least one available agent exists in that department.
Step 4: Inspect Audio Settings
- Go to the Audio Tab to ensure proper audio files are uploaded and assigned.
- Missing or broken audio prompts may cause calls to disconnect or appear “silent.”
Step 5: Check Network and Firewall Rules
- Ensure your firewall or router allows SIP traffic (UDP/TCP) and RTP media ports.
- If you’re using a corporate network, confirm with IT that VoIP traffic is not blocked.
- Try switching to a different internet connection (like mobile hotspot) to rule out network restrictions.
Step 6: Check DID Settings (Number Validity & Timings)
- Navigate to the DID Settings in your IVRSolutions panel.
- Confirm that the DID number is valid and active.
- Verify that working hours are configured correctly in the DID.
- If no timings are set, calls may automatically be treated as going to non-working hours, leading to missed or failed connections.
- Ensure the DID is mapped to the correct department or flow.
Step 7: Review Call Logs
Navigate to the Call Reports section in your panel.
- Look for error codes or failed attempts — this will help identify if the issue is with agent setup, call flow, DID configuration, or external telecom providers.
Step 8: Test with “Login as Agent”
Use the Login as Agent option to replicate the issue exactly as the agent experiences it. This helps verify whether the issue is specific to one agent or system-wide.
Step 9: Contact Support (If Needed)
If the issue persists after following the above steps:
- Gather details like Agent ID, Department, Time of Issue, and Call Log Screenshot.
- Contact the IVRSolutions support team with this information so they can investigate quickly.